Theophilus (Ted) A.

Pierce
10250 Groomsbridge Rd. Alpharetta, GA 30022
(770) 841-7727 (m) (770) 476-9448 (h)
TAPierce79@gmail.com
Ted is a Cisco Certified Network Technician with 10 plus years of experience in
IT Technical Support, Customer Service and Retail Management. Customer focused a
nd detail orientated, throughout his career, Ted has consistently demonstrated e
xcellent performance with continual growth in leadership & management responsibi
lity. He has a strong business acumen that complements his ability to quickly ad
apt to new concepts and responsibilities. Ted has terrific communication and org
anizational skills; is self-motivated and extremely hard-working.
Skills
* Hands-on experience working in Windows, UNIX, Linux
* Networking protocols TCP/IP, RIP, OSPF, BGP, EGP along with many others
* Comfortable working on command line, GUI and home networking environment
* HTML, Excel, Word, Access, Visual Basic, C++, Flash, Infopath
* cPanel, Plesk, Virtuozzo, Hsphere, Cobalt, Ensim, Sharepoint,
* CiscoIOS, CiscoSDM, Windows XP, Vista, Windows 7, Nagios
* Windows IIS, Active Directory and Exchange server experience
Education
Attended University of Tennessee
CCENT Certification
Network+ Certification
Currently preparing for A+ Certification
Experience
Sago Networks, Atlanta, GA 01/2009 - Current
NOC Technician
* Monitor critical network elements and applications using various network monit
oring systems
* Responsible for providing surveillance of systems and following procedures to
validate, troubleshoot and escalate issues
* Provide Tier I support to customers via telephone and ticket support system
* Perform routine maintenance activities, such as tape backups, hardware and sof
tware upgrades
* Perform Windows & Linux Operating System Installations, Upgrades, Patches, Mon
itoring, Tuning & Troubleshooting
GameStop, Inc. Atlanta, GA 06/2006 - 12/2008
Store Manager
* Staff Management - managed staff of 10 employees, including recruiting and hir
ing of new employees
* Customer Service - all aspects of ensuring a customer's experience resulted in
repeat business
* Loss Prevention/ Inventory Control - managed inventory by doing daily and week
ly counts; processed shipments
* Store Administration - managed store P&L and employee schedules
* Merchandising/ Store Appearance - executed marketing sets and relay changes
* Built ongoing customer relationships, enhancing future corporate sales
Britt Corporation (Need A Dot Com?) 05/2005 - 06/2006
Technical Support Representative
* Assisted clients with technical support issues within all levels of a web- hos
ting environment.
* Utilized and maintained a ticket support and phone system
* Used basic Shell command lines to assist in technical support issues
* Performed basic server administration
* Experienced with web hosting automation systems: cPanel, Plesk, Hsphere, Cobal
t, Ensim and Windows
* Designed web sites for new and existing clients using HTML, Flash, and Photosh
op
MetroPCS (Spalding Temporaries) 01/2005 - 05/2005
Customer Service Representative
* Assisted customers in a call center environment
* Handled customer billing questions and general sales questions
* Assisted customers in resolving minor technical issues
* General administrative responsibilities included spreadsheet updates and inner
office website updates
* Assisted in the development of new employee training program
Tin Star Restaurant 10/2004 to 04/2005
Guest Specialist/Key Employee
* Assisted in the restaurant opening, the first of a new chain in Atlanta
* Implemented Catering Service and written Catering Service procedures
* Created training program for new employees including written tests
* Built ongoing customer relationships, enhancing future corporate sales
* Handled cash and credit card transactions
Romano's Macaroni Grill 10/2001 to 10/2004
Kitchen Manager/Customer Specialist
* Coordinated and ran kitchen shift operations
* Developed ongoing customer relationships
* Handled Cash and credit card transactions
* Store trainer responsible for training all new employees
* Assisted in inventory and other managerial responsibilities
Pizza Hut 12/1997 to 10/2001
Shift Manager
* Managed shift operations of up to 15 employees
* Prepared and delivered food
* Developed ongoing customer relationships.